Senior Manager
Kout Food Group
Total years of experience :31 years, 5 Months
Special Projects and Customer Relations Manager 2011 - 2013
This was a new senior management position that involved a diverse scope of responsibilities. The primary role was to elevate and improve customer service delivery to more than two million customers across 170+ locations throughout Kuwait and unify cross-functional teams in order achieve corporate objectives in delivering outstanding customer service. The role also required managing $5 million in special projects, including the development of a new contact center which handles 7 million calls per annum and developing Corporate Social Responsibility initiatives in-line with company goals.
➢ Relocated and overhauled existing call center, which increased call-handling capability by 55% and increased food delivery sales by 20%;
➢ Initiated and managed the launch of the World's first Taco Bell home delivery service which increased sales by 6%;
➢ Designed and implemented a new Customer Win-Back Policy, which empowered front-line management to engage and resolve issues with their customers in 'real-time';
➢ Forged new living standards and secured improved accommodation for new employees which increased staff satisfaction and assisted the recruitment process;
➢ Decreased employee turnover from 42 to 28 percent in eighteen months by developing internal initiatives, policies and procedures which also helped reduce recruitment costs and raised the level of service quality;
Health and Wellness Industry 2002-2010
Customer Service and Marketing Manager 1993 - 2001
Recruited to build and develop a new Customer Service Department designed to handle both internal and external customer complaints; launching a customer 'Hotline' and implementing customer focus priority from Leadership team down.
After completing the above project, the added responsibility of Burger King Kids' and Applebee's Marketing was added to my role at Kout Food Group.
➢ Leadership - change management, risk taking, vision, positivity, coaching, recognition
➢ Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects
➢ Proven relationship-builder with unsurpassed interpersonal skills
➢ Exceptional listener and communicator who effectively conveys information verbally and in writing.
➢ Ability to analyze and use information to improve process
➢ Enjoys mentoring to ensure continuity in organization and growth for individuals
Other Work Experience
Owner / Operator (Gail's Coffee Shop, WV) 1991-1993
Bartender (Chili's Bar and Grille, VA) 1989-1991
Restaurant Manager (Pizza Hut - PA, VA, NY) 1981-1989